Sales, Operations & Customer Success Manager

Job description

**About Us:** We are an innovative start-up based in Silicon Valley, expanding our global footprint by establishing our first non-US site in Hong Kong. Our mission is to revolutionize the education sector through our cutting-edge generative AI education platform. We are looking for a dedicated and versatile Operations Manager to support our growing team in Hong Kong. **Position:** You will play a key role in creating a productive and positive work environment, enabling our team to focus on delivering groundbreaking solutions in education technology. ### Key Responsibilities **Develop and Execute the customer on broad Journey Strategy** - Develop and implement effective strategies to guide prospective school administrators through the discovery and adoption process, ensuring alignment with Lirvana Labs' mission to revolutionize child learning. - Lead the team in providing a supportive, informative, and positive experience from initial inquiry through to a successful pilot program and long-term partnership. - Manage all prospect and partner communications to ensure they are timely (within 24 hours), high-quality, and reflect our warm, enthusiastic, and expert brand voice. - Oversee the prospect pipeline, ensuring the team effectively nurtures leads, demonstrates the value of our evidence-based approach, and guides families/schools toward a confident decision. - Drive conversion by coaching the team to articulate our product's benefits, address specific educational concerns, and highlight the long-term developmental impact for children. - Actively participate in key stages of the family and school journey—from initial demos and trial support to pilot program kick-offs—providing timely and constructive feedback to the team. - Coordinate and schedule product demonstrations and needs-assessment calls for prospective school partners. - Oversee data capture and relationship management through our CRM, ensuring the team adheres to all data privacy and management protocols. - Analyze key metrics including demo attendance, trial-to-pilot conversion rates, and customer satisfaction to identify trends and target growth opportunities. - Proactively manage the renewal process and nurture relationships to minimize churn, addressing any concerns with empathy and a solutions-oriented approach. - **Manage Educational and Partnership Events** - Develop and implement a calendar of high-value virtual and in-person events (e.g., webinars on, school administrator roundtables, parent Q&As) designed to educate prospects and fuel the pipeline. - Lead the end-to-end execution of events, ensuring they are engaging, informative, and seamlessly managed to strengthen our community and brand authority. - **Foster Cross-Functional Collaboration** - Work closely with Product, Design, and Engineering teams to relay customer feedback, ensure product messaging is accurate and compelling, and align on shared goals for customer acquisition and success. ### Qualifications - Study in Business Administration, Education, Marketing, or a related field. - At least 2 years of experience in a Sales / Marketing role with demonstrated success in growing / increasing sales in a competitive market. - 3-5 years of admissions experience in local market. - Experience of working with CRM systems and integration with the sales life cycle.